Category Archives: Zendesk

Can Agent Scripting Improve Your Call Center KPIs?

Call centers play a fundamental part in how efficient and effective a company can truly be, but it takes much more than just providing customer service to reach new heights as a business. Each call center will likely have variations on the same metrics to be tracking as key performance indicators (KPIs). Regardless, you should spend time figuring out which ones matter the most for your company’s overall goals and start tracking them if you aren’t already.

Zingtree Agent Scripting solutions provide a helpful platform for making improvements and optimizations in many practical areas for call center agents, including the following most commonly found call center metrics.

1. First Call Resolution

First Call Resolution (FCR) is a measurement of the number of customer calls that are resolved during that interaction, and do not require any follow-up for additional information. With agent scripts in place, call center representatives can quickly and easily match customers to the right problem and/or solution through an interactive guide, making the process of improvement infinitely smoother than other options.

2. Average Speed of Answer or Resolution

Average Speed of Answer (ASA) is the average amount of time it takes for an agent to answer calls during a specific time period. Agent scripts allow call center reps and customers can spend less time waiting and solving problems, and quickly identify end-results. The Session List report allows you to see which agents take the most time and which achieve the best results. You can also use customer-facing decision trees to help customers self-solve, as well as quickly gather background information to speed up resolution time.

3. Customer Satisfaction

Customer Satisfaction (CSAT) is a critical measurement for all organizations to keep at top-of-mind. For call centers, this metric is expressed as a percentage, with 100% representing complete customer satisfaction with the level of service provided. It’s been proven that spending less time on the phone or on chat dealing with a question/issue, and getting the right answer quickly, makes customers happier and more loyal. By implementing interactive agent scripts, every customer call is quickly routed where it needs to go, leading to faster answers and more satisfied customers.

4. Agent Performance

Agent Performance is a direct measure of how effective call center agents are; a necessary metric to keep an eye on in order for true improvements to occur (after all, your agents are at the front lines of every customer interaction!). With our Agent Scripting tool and, you can easily track each agent interaction and each customers’ reason for needing support, as well as access Session Matrix reports on how your script is being used by agents within a given date range.

5. Average Handle Time

Average Handle Time (AHT) of a customer inquiry measures the average duration of one customer interaction, including any hold time or other related tasks that follow the direct interaction. Tied directly to Customer Satisfaction, it’s imperative to improve both in tandem to achieve the best results for your call center. By using optimized, standardized agent scripts as a part of your day-to-day efforts, call center agents are able to effectively cut down on the time spent in each call by eliminating any inefficient questions or language.

Get Started with Agent Scripting

It’s easy to get started after signing up for a Zingtree account! Just select the Create New Tree button found under My Trees and select your preference for building an agent script. Let the Zingtree Wizard prompt you for the questions and answers, use Visual Designer to draw a flowchart, or even import from Google Sheets or Excel.

Follow our in-depth instructions for building your interactive agent script. Once your script is ready, you can:

  • Host on any web page or browser for easy access
  • Get complete analytics and reports for optimization
  • See full Q&A transcripts of every call for true understanding
  • Keep track of agent performance and improvement

Check out our short video to learn more about how Zingtree Agent Scripting can improve your call center:

Any questions? We’re always here to help!

How to Offer Always-On, Self-Service Customer Support

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Self-service is a win-win for rapidly-growing (and exceedingly busy) businesses, pleasing the majority of customers while at the same time providing an efficient, always-available support medium for customer service teams. Empowering customers to solve problems and answer their own questions means less work for support teams, and overall more satisfied consumers!

Don’t believe us? Here are some statistics about customer support self-service from our friends at Desk.com:

  • 72% of people think that self-service support is a fast and easy way to handle support issues
  • 40% of customers place a call after already looking for support or answers themselves
  • 91% of customers would regularly utilize an online, self-service support center if it was tailored to their needs

Your business doesn’t have to get swept up by the new wave of customer service; get your support team up-and-running with self-service support options with these 3 steps.

1. Bulk Up Your Knowledge Base & FAQ

It all starts with your FAQ and knowledge base of information — 56% of customers cite a lack of information as their reason for abandoning a website, so it’s critical to make sure that the content in your support center is totally user-relevant, helpful and currently up-to-date. Revisit and revamp knowledge base articles, FAQ answers and other support-related content on your site on a regular basis (quarterly or even monthly), to provide your customers with the most important, accessible information possible; both your customers and your team members will certainly thank you for your proactive customer care!

2. Implement Interactive Troubleshooters

It’s pretty amazing that in today’s world, you can easily provide 24/7 access to support without doling out for any extra staff members. Creating and integrating interactive, customer support troubleshooters makes it easy to help your customers even when no one is there for a one-on-one. Additionally, Zingtree decision trees make it possible to quickly gather customer background information in case a support ticket is submitted, so you have all of the key information you need in one place.

Pairing your existing knowledge base with interactive decision trees is the best way to cover every base where support is concerned, and simplifies the process of finding real solutions. In fact, organizations that use these decision tree troubleshooters have spent an average of 20% less on support costs overall.

3. Reach Out, and Be Easy to Reach Out To

When a customer is having a major issue, or really just prefers a good old fashioned human interaction, it’s always a good idea to provide a way to get in contact with a real live person. Make it as simple as possible to reach out to your support staff, sales team, or anyone else who could help out – having this kind of clear pathway laid out on your website can mean the difference between a super happy customer, and one that is completely stressed out by your online presence.

Better yet is the idea of reaching out to your customers before they have the chance to have a problematic situation occur; this makes people feel at ease whenever something does inevitably come up, and sets a positive tone for any future communications.


Zingtree makes it easy to build customized, informative decision trees to satisfy your customers and your business. Contact us to learn more or get started today!

Zendesk Agent Scripting App – Version 9

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Our Contact Center customers using Zendesk are becoming more sophisticated, so we’re continuing to improve our Zendesk Agent Scripting app in response. This version 9 update automatically chooses scripts based upon one of the following:

  • The Zendesk brand field
  • Zendesk ticket tags
  • The value of a custom field

If you’re just using one script for everyone, this is supported as well.

Here’s how the app appears in the right hand sidebar in Zendesk:

Zingtree Setup

Script matching works by matching tree tags you set in Zingtree to values in the Brand, Tags, or a custom field in a Zendesk ticket. For example, if a tree is tagged with “astrology”, and the ticket tags include “astrology”, then that tree appears. If several trees match, then they will all appear.

First, add tags to a tree in Zingtree as follows:

  1. Select a tree from My Trees.
  2. Go to the Settings tool.
  3. Enter or select a tag from the tags field.

Zendesk Setup

You’ll need to download and configure the Zendesk Agent Scripting App version 9:

  1. Download the Agent Scripting app.
  2. In Zendesk, click the Admin icon and go to Apps > Manage.

  3. Click Upload Private App.

  4. The Upload App page appears.

  5. Enter “Zingtree Agent Scripting” for the App Name.
  6. For App File, locate the file zingtree-agent-scripting-v9.zip you downloaded in step 1.
  7. Click Upload, then confirm if necessary.

Configuring the App

Once you’ve uploaded the app, the configuration screen appears:

Here’s what each item does:

Title: A title for the app, as it displays in Zendesk.

Tree ID: If you’re installing just one script for everyone, enter the ID of your tree here.  If you will be offering multiple scripts to your agents, leave this blank.

Height (pixels): The height of the app as it appears in the Zendesk ticket sidebar.

Display in Panels Style: Tick this option to use the Panels style to display your scripts.  Untick to use Buttons style.

Open Script based upon Brand: If this option is checked, the subdomain of the selected brand will be matched to a tree tag.  Any matching tree or trees will appear.  For example, if the brand subdomain is xyz.zendesk.com, any trees tagged as xyz will appear. (Requires the Zingtree API key in this configuration.)

Open Script based upon Tags: If checked, the values in the Zendesk ticket tags will be matched with your tree tags to show one or more matching scripts. (Requires the Zingtree API key in this configuration.)

Open Script based upon Custom field: If you want to use a custom field value to show matching scripts, enter the field ID here. The Field ID can be found in Zendesk under Admin, Manage, Ticket Fields. Click Edit to see the field ID. (Requires the Zingtree API key in this configuration.)

Zingtree API key: Each organization in Zingtree has an API key, which is used to match scripts. If you’re using one of the tag matching options, this is required. Your API key can be found at zingtree.com under Help > API.

Try It with Example Data

You can use trees from the Zingtree Gallery to see how the Agent Scripting app works.

For a single tree, enter ’14’ as the Tree ID. This will show an Astrology web site troubleshooter example.

For multiple trees, see how a tree can be selected by tag by doing the following:

  1. Enter 6a103737e44e4aa6e1e4b6b0bcb46f83 as the API key.
  2. Make sure Open Script based upon Tags is checked.
  3. Try entering one or more of these tags into a ticket: “zingtree”, “astrology”, “pet_rock”.

Any questions? We’re always here to help

Zendesk Agent Scripting – Version 8 Update

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A quick update for our Zendesk Agent Scripting users: You now have the ability to see any form data entered in Zingtree during the session.

If data is present, a “Show Script Data” link will appear in the History area. Click it to see anything entered during the session, as shown below.

You can download the latest Zingtree Agent Scripting app here to easily see script data.

Thanks to Michael R. for the idea!

Do you have a great idea or suggestion to improve Zingtree? Please feel free to get in touch!

Video: Using the Agent Scripting App for Zendesk

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If you want to have a Zingtree ready-to-use inside of Zendesk, we have a Zendesk App for you: The Zingtree Agent Scripting App.

This is extremely handy for companies that offer chat or telephone support, or call centers, as it allows an agent to have a live, standardized script to follow when helping the customer. Plus, you get some awesome reports on how your tree is being used in aggregate or by individual agents.

Watch our short video to see how your company can benefit from Agent Scripting:

Ready to get started? Learn more and follow the instructions here

Zendesk Agent Scripting App – Version 6

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Zendesk continues to surge in popularity, and we’re finding that a lot of our customers are using it, especially for Call Center agent scripts.  Over the past weeks, we’ve had a lot of great conversations with our clients using Zendesk, and have come up with a big update to our Agent Scripting solution!

Update: Watch this 3 minute video to see the Zendesk Agent Scripting App in action:

Here’s an example of what you’ll see in the right side of Zendesk when opening a ticket.

New and Notable in Version 6:

    • We’ve included Agent Feedback (the orange chat bubble) – now, an agent can send notes to the Authors of the tree from any node – this feedback loop helps authors continually improve the tree scripts.

 

    • You can now have multiple scripts run from within the app.  First, you’ll need to set up Zendesk Brands. When a ticket is opened or the brand changes, the app locates a tree associated with that brand (h/t Dave T).

 

    • There is no more custom field needed – this was causing an extra “Zingtree Agent Scripting” field to appear in mobile ticket forms (h/t Emanuela).

 

  • All the latest publishing features are present in the app, including Scoring nodes.


Installing the Zendesk Agent Scripting App:

  1. Download the app from here.
  2. In your Zendesk Admin, go to Apps, Manage, and click Upload Private App.
  3. Enter a name for the App, like “Agent Scripting.”
  4. Click Choose File, and locate the file you downloaded in step 1.
  5. Click the Upload button.
  6. The App Settings screen will appear.
  7. Enter the Tree ID of the script you want to appear by default.
  8. If you want the tree to display in Panels style, check Display in Panel style. Otherwise, the tree will display in Buttons style.
  9. Optional: To take advantage of having the Agent Scripting App choose a tree according to brand, check Open script based upon Brand. Then, enter your API Key located in Zingtree, under Account, Organizations and Billing at the bottom of the page.
  10. Click Install.

Making Trees Trigger According to Zendesk Brand:

Using Zingtree’s Tree Tags, your App can select the tree that corresponds to the current Brand in use on a Zendesk ticket. Switching Brands will also switch the tree script displayed. Here’s how to set this up:

  1. In Zendesk Admin, go to Manage Brands, and locate the subdomain of the brand.  For example,  if the brand is listed as myproduct.zendesk.com, the subdomain is myproduct.
  2. In Zingtree, go to the Settings tool for your tree, and add the Zendesk subdomain as a Tree Tag.

Bonus: Insert Agent Name into Your Script

Many call center scripts start with something like “Hello, this is ______” .  You can automatically insert the name of the agent into your script simply by adding #agent# anywhere you want the agent name to appear.

Any questions? Please reach out to us any time!

Zendesk Chat (Zopim) Decision Tree Front-End

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Beyond using Zingtree decision trees, one of the best things you can do to ensure a positive customer experience is to integrate a live chat system like Zendesk Chat (formerly Zopim). Live chat is convenient for customers, and a time and resource-saver for companies. In fact, in a survey conducted by Forrester, 44% of respondents said that having a live person answer their questions was one of the most important features a website could offer.

To make live chat even more valuable, and excellent customer support more easily achievable, we updated our software to allow Zingtree to open a Zendesk Chat session, gather information from your clients before the chat session begins, and include a transcript of the Zingtree session as a part of the chat.

Here’s the end-result:

View our Zingtree + Zendesk Chat demo.

Requirements:

  • Your tree must be embedded on your site.
  • You need to have a Zendesk Chat client in place on the page that contains your tree.

How to open a Zopim chat session, and include the current Zingtree transcript:

  1. Go to Overview.
  2. Edit the node you want to trigger the chat, and  set the Parent Action to Zopim: New: #session#
  3. On the hosting page, include this script before the </body> tag:
    <script src="//zingtree.com/api/chat/zopim.js"></script>

That’s it!

Source Code:

You can examine the Zendesk Chat Demo tree from the Gallery.

Zendesk Agent Scripting Update: Improvements for Inbound Callers

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We’re continuing to see traction in our call center business, especially among Zendesk clients. We recently had to find a way to keep the questions and answers tracked by Zingtree associated with a NEW ticket.  Zendesk didn’t have a way to permanently attach an identifier to a ticket so we could link the session data to it, so we had to create our own solution. This is especially handy for organizations that have inbound calls, or have agents create new tickets within Zendesk.

Version 5 of the Zendesk Agent Scripting app can be downloaded here.

Please note: If you’re migrating from Agent Scripting version 4, the state of each session will revert to the top of the tree.  So, if you’re happily using version 4, we recommend NOT upgrading to version 5.

 

Zendesk Agent Scripting App – Updated Version 4

1428079854_thumb.pngWe’re getting a lot of interest from Zendesk customers with Live Support and Call Center needs, so we’ve taken the past week to update our Zendesk Agent Scripting App to Version 4.  The latest version can be downloaded from here.

Here’s what’s new:

1. Panels View.  You can now display your trees in traditional “buttons” view, or have each clickable choice appear on a separate line in text, as shown here:

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To set this up, there’s a new setting called “Display in Panels Style” (duh).

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2. Tracking of tree nodes is improved, especially when the “back” or “reset” buttons are clicked.

3. Demo mode: Using the Agent Scripting app now uses your free allotment of Agent Credits while you are testing. In most cases, this will give you a longer trial period.

If you have additional feedback for our Zendesk app, then please reach out and let us know. In the meantime, be sure to find us on LinkedIn for questions and discussions from users like you.

Agent Scripting Press Release

We’re proud to announce that we’ve “officially” launched our Agent Scripting for call centers. And you know what that means? Press release time! It’s up and out in the world, and you can read all the details and get the gist under the cut. Also, we’d love to get in touch if you write a blog or enjoy writing about customer service, call center technology, or awesome new companies in our industry. Please reach out to us over here!

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